Head of Aurora Support

Who we are Aurora’s mission is to deliver the benefits of self-driving technology safely, quickly, and broadly. The Aurora Driver will create a new era in mobility and logistics, one that will bring a safer, more efficient, and more accessible future to everyone. At Aurora, you will tackle massively complex problems alongside other passionate, intelligent individuals, growing as an expert while expanding your knowledge. For the latest news from Aurora, visit aurora.tech or follow us on LinkedIn . Aurora hires talented people with diverse backgrounds who are ready to help build a transportation ecosystem that will make our roads safer, get crucial goods where they need to go, and make mobility more efficient and accessible for all. We’re searching for a Head of Aurora Support. As Aurora scales its commercial trucking operations, the quality and reliability of our customer support becomes a direct reflection of the product itself. This role owns that experience end-to-end — from the moment a customer contacts us with an issue to the moment it’s resolved — across both frontline support and deep technical engineering. We need someone who is technically credible to lead engineers diagnosing complex autonomous vehicle hardware and software issues, and commercially sharp enough to be Aurora’s face to enterprise customers when something goes wrong. The person in this role sets the standard for how we show up for customers in a 24/7 safety-critical operating environment, while simultaneously building the technical infrastructure and team depth required to resolve issues faster as our fleet scales. In this role, you will Customer Experience Frontline Operations Own Aurora’s end-to-end customer support experience, including SLAs, SOPs, and the playbooks that govern how frontline teams respond to customer inquiries across all channels. Serve as Aurora’s primary operational point of contact for enterprise customers — maintaining trust, transparency, and communication standards that match the stakes of a safety-critical product. Drive First Contact Resolution (FCR) by continuously improving frontline troubleshooting playbooks, ensuring agents can resolve the highest-volume issues without escalation. Define and deliver industry-leading Customer Satisfaction (CSAT) scores as a core operating metric, not a lagging indicator. Technical Diagnosis Resolution Lead the technical team responsible for 24/7 remote diagnosis and onsite field resolution of complex autonomous vehicle hardware and software issues. Own the technical triage process — establishing clear escalation criteria, diagnostic rigor, and engineering handoff protocols that minimize vehicle downtime without bypassing safety review. Bring sufficient technical depth in Aurora's AV platform to command credibility with engineering teams, make sound prioritization calls on escalations, and hold the team accountable for resolution quality. Maintain clear escalation boundaries — ensuring the support organization resolves operational issues with speed and rigor, and immediately escalates to the appropriate teams when an issue crosses into incident or safety-critical territory. Scaling Operational Excellence Build and develop a high-performing support organization with the appropriate technical and customer-facing capabilities Aurora needs as commercial operations scale. Design and own the scaling strategy for support operations as Aurora’s commercial fleet grows — building the team, tooling, and processes that can handle volume without sacrificing resolution time and quality. Architect how AI-augmented tooling fits into the support workflow — defining where automation replaces manual triage, where it assists human judgment, and where human oversight remains non-negotiable given the safety context. Drive continuous improvement in diagnostic tooling, ticketing systems, and workflows to accelerate Time to Resolution (TTR) and eliminate organizational ambiguity about ow ... (truncated, view full listing at source)